Fiumicino Airport joins ACI register of excellence for quality of services

Fiumicino Airport (FCO) continues to collect awards for the level of quality provided to passengers. For the fifth consecutive year Fiumicino is the most popular airport among passengers. The award was announced by Airports Council International (ACI). The international association, which independently assesses perceived quality in more than 300 airports worldwide by means of interviews with travellers and awarded Fiumicino the ‘Airport Service Quality Award’ for 2021.

Satisfaction with the quality of services provided by the capital’s airport exceeds that of other major European airports (with over 40 million passengers), with an annual record score of 4.59 (on a scale where the maximum score is five). Italy’s main airport ranks first overall even if the comparison is extended to all airports of all sizes in the EU. So far, only five airports in the EU have achieved a similar result.

Among the services provided by Fiumicino, which are most appreciated by passengers include the general comfort of the airport, the cleanliness of terminals and toilets, the food, drink and shopping options available, the friendly and helpful airport staff, the clarity of the information provided to passengers as a result of the new digital installations and the innovative information management system. The accessibility of the airport was particularly appreciated, thanks to Aeroporti di Roma (ADR)’s official parking system, which guarantees comfort and security in parking areas close to the Terminal.

Thanks to this achievement, ACI has included ADR in the ‘Director General’s Roll of Excellence’ for 2022, a register of excellence in which only four airports in the world joined in 2021, in a very exclusive list of 64 airports out of 18000 existing airports worldwide, since this prestigious recognition exists. A distinction that makes Fiumicino Airport a champion of excellence in the industry, helping to raise the bar for passenger service levels.

“Rome Fiumicino Airport has consistently delivered excellence in customer service by winning five consecutive ASQ awards over the past five years and is one of only four airports in the world to receive the award for 202,” commented ACI World General Manager Luis Felipe de Oliveira. “I am confident that it will continue to be a model for excellence in airport service quality and work with ACI to raise the level of service standards and best practices in the industry”.

“This recognition is a fantastic achievement and comes after two years of crisis which our people have tackled with determination and perseverance,” added Chief Executive Officer of Aeroporti di Roma, Marco Troncone, “And is of special significance: it is an award that rewards persistent work which began many years ago, the result of a profound change in culture and approach and established by means of method, commitment and long-term investments, carried out within the enabling framework of the programme contract defined with Enac in 2013. It is also an acknowledgement of the company’s determination to ensure Fiumicino Airport’s role as a sustainable and innovative primary smart hub at European level, which, in addition to continuing to represent Italian excellence abroad, we are certain will also provide added value in view of upcoming international events”.